Last Updated: August 31, 2026
Effective Date: August 31, 2026

At Alkonect, we want every purchase to be a positive experience. If a Product does not meet the applicable return requirements, Buyers may be able to request a return, replacement, exchange, or refund in accordance with this Policy, the applicable Seller's return terms, and applicable consumer-protection laws.

This Returns & Refund Policy applies to purchases made through the Alkonect marketplace and should be read together with our Terms & Conditions, Privacy Policy, Support Policy, Shipping Policy, and applicable Seller policies.

Nothing in this Policy is intended to remove, restrict, or override any mandatory consumer rights provided by applicable law.

1. WHO THIS POLICY APPLIES TO

This Policy applies to Buyers who purchase Products through the Alkonect marketplace.

Because Alkonect is a multivendor marketplace, individual Sellers may have additional return requirements for specific Products, provided those requirements comply with applicable law.

Where a Seller's policy conflicts with a mandatory legal consumer right, the applicable legal right will prevail.

2. GENERAL RETURN PERIOD

Unless a different period is stated on the Product page, Seller policy, Order confirmation, or required by applicable law, Buyers should submit eligible return requests within 7 days of receiving the Product.

Some Products may have a different return period because of:

• Product type;
• Seller policy;
• manufacturer warranty;
• applicable law;
• international shipping;
• hygiene or safety requirements; or
• the nature of the Product.

The applicable return period should be checked before purchase and in the relevant Order information.

3. WHEN A PRODUCT MAY BE RETURNED

A Buyer may generally request a return where the Product:

• is defective;
• is damaged upon delivery;
• is materially different from its description;
• is the wrong Product;
• is missing important components;
• does not correspond with the Order;
• is counterfeit or suspected to be counterfeit;
• is materially misrepresented by the Seller; or
• otherwise qualifies for a return under the applicable Seller policy or applicable law.

Additional return rights may apply depending on the Buyer's location and the nature of the transaction.

4. PRODUCT CONDITION

Unless the return is being made because the Product is defective, damaged, incorrect, counterfeit, or otherwise not as described, returned Products should generally be:

• unused or substantially unused;
• in their original condition;
• in the original packaging where reasonably possible;
• accompanied by accessories;
• accompanied by manuals, tags, certificates, or other included materials; and
• free from damage caused by the Buyer.

A Product may be rejected for return where its condition has been materially changed by the Buyer, except where applicable law provides otherwise.

5. DAMAGED PRODUCTS

If a Product arrives damaged, Buyers should contact Alkonect Support as soon as reasonably possible.

Please provide:

• Order number;
• photographs of the Product;
• photographs of the packaging;
• description of the damage;
• delivery information; and
• any other relevant evidence.

Where appropriate, Alkonect may coordinate with the Seller or delivery provider to investigate the matter.

Depending on the circumstances, the resolution may include:

• replacement;
• repair;
• return;
• refund;
• partial refund; or
• another appropriate remedy.

6. WRONG OR INCORRECT PRODUCT

If you receive a Product that differs materially from what you ordered, contact Alkonect Support.

Examples include:

• wrong size;
• wrong colour;
• wrong model;
• wrong quantity;
• different Product;
• missing components; or
• materially different specifications.

Where the Seller is responsible for the error, the Buyer may be eligible for a return, replacement, exchange, or refund in accordance with applicable law and policy.

7. DEFECTIVE PRODUCTS

A Product that develops a defect may qualify for a return, repair, replacement, refund, or warranty claim depending on:

• the nature of the defect;
• the Product;
• Seller warranty;
• manufacturer warranty;
• applicable return period; and
• applicable law.

Normal wear and tear, accidental damage, misuse, improper installation, modification, or damage caused by the Buyer may not qualify for a return unless applicable law provides otherwise.

8. PRODUCTS THAT DO NOT MATCH THE DESCRIPTION

If a Product is materially different from the information presented in the listing, the Buyer should contact Support.

The Seller may be required to provide an appropriate remedy where the Product does not conform to the applicable description or legal requirements.

Alkonect may investigate the listing, Seller information, Order details, photographs, communications, and other relevant evidence.

9. CHANGE-OF-MIND RETURNS

A change-of-mind return may be available depending on:

• the Seller's return policy;
• the Product category;
• the Buyer's jurisdiction;
• the transaction terms; and
• applicable law.

Where a change-of-mind return is permitted, the Buyer may be responsible for applicable return shipping costs unless the Seller's policy or applicable law provides otherwise.

Mandatory statutory cancellation or withdrawal rights are not affected by this provision.

10. NON-RETURNABLE PRODUCTS

Certain Products may not be eligible for return where permitted by applicable law.

Examples may include:

• personalised or customised Products;
• perishable Products;
• Products that cannot safely be resold for hygiene reasons once opened;
• sealed Products where the seal has been broken and applicable law permits exclusion;
• downloadable or digitally delivered Products after delivery or access has begun, where legally permitted;
• Products made specifically to the Buyer's specifications;
• certain intimate or hygiene-related Products;
• Products that have been materially altered by the Buyer; and
• other Products identified by the Seller before purchase.

A non-returnable designation does not override mandatory consumer rights relating to defective, unsafe, counterfeit, or misrepresented Products.

11. DIGITAL PRODUCTS

Digital Products may be subject to different return and refund rules because they may be delivered immediately or accessed electronically.

Where a digital Product has been downloaded, activated, accessed, or delivered, a refund may not be available where applicable law permits such exclusion.

However, Buyers may still have rights where:

• the digital Product is defective;
• the Product is materially different from its description;
• access was not provided;
• the Product was incorrectly supplied; or
• applicable law provides a refund or cancellation right.

The applicable digital Product terms should be reviewed before purchase.

12. SERVICES

Services purchased through Alkonect may have different cancellation and refund conditions.

The applicable Seller's service terms may specify:

• cancellation periods;
• booking requirements;
• cancellation charges;
• rescheduling;
• refund conditions; and
• circumstances where a refund is unavailable.

Mandatory consumer rights remain unaffected.

13. HOW TO REQUEST A RETURN

To request a return, contact:

support@alkonect.com

Where available, Buyers may also submit a return request through their Alkonect account or Order page.

Include:

1. Order number;
2. Product name;
3. reason for return;
4. photographs or videos where relevant;
5. description of the issue; and
6. any other information requested by Support.

Alkonect may review the request before authorising the return.

14. RETURN AUTHORISATION

Where a return is approved, the Buyer may receive instructions regarding:

• return address;
• return method;
• packaging requirements;
• shipping arrangements;
• return deadline; and
• any required documentation.

Do not send a Product to a Seller or other address unless instructed to do so.

A return sent to an unauthorised address may cause delays or prevent us from properly processing the return.

15. RETURN SHIPPING COSTS

Responsibility for return shipping costs depends on the reason for the return and applicable law.

Seller-related issues

Where the Product is defective, damaged, incorrect, counterfeit, materially misrepresented, or otherwise the Seller's responsibility, the Seller may be responsible for applicable return costs, subject to applicable law.

Buyer change-of-mind

Where a return is solely due to the Buyer's change of mind and no legal right requires the Seller or Alkonect to bear the cost, the Buyer may be responsible for return shipping costs.

International returns

International return costs may be significantly higher and may involve customs, taxes, duties, or other charges.

The applicable return instructions will specify responsibility for such costs where reasonably possible.

16. RETURN PACKAGING

Buyers should package returned Products securely to reduce the risk of damage during transportation.

Where possible, use the original packaging.

If the Product is damaged because the Buyer failed to package it reasonably for return, the refund or return eligibility may be affected to the extent permitted by applicable law.

17. RETURN INSPECTION

Returned Products may be inspected by Alkonect, the Seller, a logistics provider, or another authorised party.

Inspection may determine:

• whether the returned Product corresponds with the Order;
• whether the Product is defective;
• whether the Product was damaged before or after delivery;
• whether accessories are missing;
• whether the Product has been materially used or altered; and
• whether the return requirements have been satisfied.

Inspection does not remove or restrict any mandatory statutory rights.

18. REFUNDS

Once an eligible return is approved and processed, the applicable refund will normally be issued through the original payment method where reasonably possible.

Depending on the circumstances, the refund may include:

• Product price;
• applicable delivery charges;
• applicable taxes; and
• other amounts required to be refunded under applicable law.

Refunds may be reduced by permitted deductions, including certain return shipping or other costs where the Buyer is legally responsible for them.

19. REFUND PROCESSING TIME

After a refund is approved, Alkonect will initiate the refund within a reasonable period.

The time for the funds to appear in your account may depend on:

• payment method;
• bank;
• card issuer;
• payment processor;
• mobile-money provider;
• international payment system; or
• other financial institution.

Alkonect does not control processing times imposed by third-party financial institutions.

20. PARTIAL REFUNDS

A partial refund may be appropriate where:

• only part of an Order is returned;
• a Product has a minor issue and the Buyer agrees to keep it;
• part of a Product is missing;
• a Product has a minor defect;
• a discount or adjustment applies; or
• applicable law or the Seller's policy permits a partial refund.

21. EXCHANGES AND REPLACEMENTS

Depending on Product availability, a Buyer may be offered:

• replacement;
• exchange;
• repair;
• store credit; or
• refund.

A replacement or exchange may not be available where the Product is out of stock or discontinued.

Where a statutory refund is required, a Seller or Alkonect will not substitute store credit where doing so would unlawfully restrict the Buyer's rights.

22. SELLER RESPONSIBILITIES

Sellers on Alkonect are responsible for:

• maintaining accurate return information;
• complying with applicable consumer-protection laws;
• responding to legitimate return requests;
• accepting eligible returns;
• providing appropriate refunds, repairs, or replacements where required;
• complying with applicable warranty obligations;
• paying applicable return costs where legally required; and
• cooperating with Alkonect during disputes.

Sellers may not create return policies that unlawfully remove mandatory consumer rights.

23. BUYER RESPONSIBILITIES

Buyers are expected to:

• provide accurate Order information;
• inspect Products within a reasonable period;
• report problems promptly;
• follow return instructions;
• package Products appropriately;
• provide truthful information;
• avoid intentionally damaging Products; and
• cooperate reasonably with investigations.

Fraudulent or abusive return activity may result in account restrictions.

24. FRAUDULENT OR ABUSIVE RETURNS

Alkonect may investigate suspicious return activity.

Examples may include:

• returning a different Product;
• returning a used Product while claiming it was unused;
• repeatedly making false damage claims;
• manipulating photographs or evidence;
• claiming non-delivery when delivery occurred;
• returning counterfeit or substituted Products;
• abusing promotional refund schemes; or
• repeatedly violating return procedures.

Where appropriate and legally permitted, Alkonect may:

• reject fraudulent claims;
• restrict returns;
• suspend accounts;
• cancel Orders;
• recover improperly refunded amounts; or
• report suspected fraud to appropriate parties.

Legitimate consumer complaints will not be treated as abuse simply because they are unsuccessful.

25. INTERNATIONAL RETURNS

International Orders may be subject to additional requirements.

A return may involve:

• international shipping;
• customs declarations;
• import/export requirements;
• duties;
• taxes;
• courier restrictions;
• customs clearance; and
• additional processing time.

Buyers should carefully review international return instructions before sending a Product internationally.

Alkonect may not be responsible for delays caused by customs, government authorities, international carriers, or circumstances beyond our reasonable control.

26. CUSTOMS, DUTIES AND TAXES ON RETURNS

Depending on the destination and origin of an Order, returning a Product may create customs, tax, or duty obligations.

Responsibility for such charges will depend on:

• applicable law;
• the reason for the return;
• the shipping arrangement;
• the Seller's policy; and
• the relevant customs requirements.

Buyers should not assume that customs charges will automatically be refunded.

27. CONSUMER RIGHTS IN NIGERIA

Where Nigerian law applies, Alkonect and participating Sellers will respect applicable consumer-protection rights.

This may include rights relating to:

• product quality;
• conformity with descriptions;
• defective goods;
• refunds;
• fair dealing;
• misleading representations; and
• other protections provided by applicable law.

Nothing in this Policy is intended to contract out of mandatory Nigerian consumer rights.

28. CONSUMER RIGHTS IN SOUTH KOREA

Where South Korean law applies, applicable consumer rights under Korean electronic-commerce and consumer-protection legislation will be respected.

Depending on the transaction and Product, this may include statutory rights relating to:

• cancellation or withdrawal;
• refunds;
• defective Products;
• incorrect Products;
• delayed delivery;
• misleading Product information; and
• other statutory consumer protections.

Where statutory requirements provide greater protection than this Policy, the applicable statutory requirements will prevail.

29. SELLER-SPECIFIC RETURN POLICIES

Individual Sellers may offer return periods or conditions that are more favourable than this Policy.

Before purchasing, Buyers should review:

• Product-specific return information;
• Seller return terms;
• warranty information;
• shipping terms; and
• any applicable exclusions.

A Seller cannot use a Seller-specific policy to remove a mandatory right provided by applicable law.

30. MARKETPLACE ROLE

Alkonect provides a marketplace through which independent Sellers offer Products to Buyers.

Where a return concerns a Seller's Product, Alkonect may facilitate communication and dispute resolution between the Buyer and Seller.

Alkonect may also take appropriate marketplace action where a Seller repeatedly fails to comply with applicable return obligations.

However, the Seller remains responsible for its Products and legal obligations except where Alkonect is itself legally responsible.

31. WARRANTY CLAIMS

Some Products may include:

• Seller warranties;
• manufacturer warranties;
• extended warranties; or
• statutory guarantees.

A warranty may provide remedies that differ from the standard return process.

Buyers should review the warranty information supplied with the Product.

Where appropriate, Alkonect may assist in directing a Buyer to the relevant Seller or warranty provider.

32. NON-DELIVERY

If an Order does not arrive within the expected delivery period, contact:

support@alkonect.com

Alkonect may investigate the shipment with the Seller and/or logistics provider.

Depending on the circumstances, the resolution may include:

• replacement;
• re-shipment;
• refund;
• delivery investigation; or
• another appropriate remedy.

33. RETURN DEADLINES

Return deadlines may vary according to Product and applicable law.

A return request submitted after the applicable deadline may be rejected unless:

• the Seller provides an exception;
• a warranty applies;
• the Product is defective;
• the law provides a longer period; or
• another valid reason applies.

Mandatory statutory rights remain unaffected.

34. CUSTOMER SUPPORT

For assistance with a return or refund, contact:

Alkonect Support
Email: support@alkonect.com

Please include your Order number whenever possible.

Our Support team may request additional information to investigate the request.

35. PRIVACY

Information submitted during a return or refund request may be processed for purposes including:

• verifying the transaction;
• investigating the complaint;
• communicating with the Seller;
• processing the return;
• processing refunds;
• preventing fraud; and
• complying with legal obligations.

Personal information will be handled in accordance with the Alkonect Privacy Policy and applicable data-protection laws.

36. POLICY CHANGES

Alkonect may update this Returns & Refund Policy from time to time.

Changes may be made to reflect:

• changes in our marketplace;
• Seller requirements;
• payment or logistics changes;
• legal or regulatory developments;
• operational improvements; or
• changes to return procedures.

The latest version will be published on the Alkonect Platform.

Orders already placed may remain subject to the return terms applicable at the time of purchase, subject to applicable law.

37. CONTACT INFORMATION

For returns, refunds, exchanges, damaged Products, defective Products, or other related matters:

Alkonect Ltd
Email: support@alkonect.com
Operating jurisdictions: Nigeria and South Korea

38. FINAL NOTICE

This Returns & Refund Policy is intended to provide a clear and fair framework for managing returns and refunds on the Alkonect marketplace.

Nothing in this Policy limits any consumer protection, statutory warranty, cancellation right, refund right, or other legal right that cannot lawfully be excluded.

Where applicable law provides greater rights than those described in this Policy, the applicable law will prevail.

Alkonect Ltd
Nigeria & South Korea

© 2026 Alkonect Ltd. All rights reserved.